Our Services
Processes

We have the expertise to evaluate and improve on what you do currently. We do, of course, have plenty of past experience.

Take tele-underwriting: we have always been strong advocates of this form of information-gathering. With Hank George we wrote the world’s only guide to the subject, and together we coined the terms ‘big T’ and ‘little t’. We understand:

  • For which cases tele-underwriting scores most
  • The type of interview required
  • What makes a good interviewer
  • What makes a good script
  • What makes a good tele-interview, including the importance of conversation management
  • What underwriters should do with the outcomes, and
  • The issues surrounding interview summaries and signatures.
Take application forms: we know how to design a good app – one that yields the right information for the risk to be run in as efficient a way as possible.

Take rules engines, in which field we are the leaders: we can help you:
  • Define your needs
  • Choose the right product
  • Customise it, and
  • Deploy it successfully
  • Maintain it to ensure it continues to perform optimally in a changing environment.
Take claims: in partnership with Karin Lloyd, we know:
  • The evidence and the actions that match the situation
  • What’s needed to process a claim as efficiently – in time as well as cost – as possible
  • The importance of the customer journey at claim time
  • How to manage claims in payment.

And crucially we know how to integrate all these techniques and process steps to create an efficient, seamless whole that really works for customers, intermediaries and other stakeholders in the business.

We can run a healthcheck on your processes to identify the ‘pain points’. We believe that continuous innovation in all parts of the value chain is essential for sustained competitive advantage.

Click here for some examples of what we have done.

For more information, contact us.